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IT incident management as a collaborative process: A visualization tool inspired to social networks. (English) Zbl 1184.68095
Bertino, Elisa (ed.) et al., Collaborative computing: networking, applications and worksharing. 4th international ICST conference, CollaborateCom 2008, Orlando, FL, USA, November 13–16, 2008. Revised selected papers. Berlin: Springer (ISBN 978-3-642-03353-7/pbk; 978-3-642-03354-4/ebook). Lecture Notes of the Institute for Computer Sciences, Social-Informatics and Telecommunications Engineering 10, 824-830 (2009).
Summary: Dynamics of IT support organizations can be quite complex to analyze. We introduce a prototype visualization tool that exploits similarities of support organizations with social networks. Our tool borrows techniques from social network visualization and analysis to help IT manager better understand dynamics of their organization in the incident management process.
For the entire collection see [Zbl 1181.68002].
Reviewer: Reviewer (Berlin)
MSC:
68M14 Distributed systems
Software:
GVF
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References:
[1] IT Infrastructure Library, ITIL Service Delivery and ITIL Service Support, OGC, UK (2003)
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